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研究生:黃麗靜
研究生(外文):Huang, Li-Ching
論文名稱:顧客服務接觸與員工工作壓力關係之研究
論文名稱(外文):The Relationship of Service Encounter with Customer and Employee Job Stress
指導教授:周建亨周建亨引用關係
指導教授(外文):Chou, Chien-Heng
口試委員:楊台寧林婷鈴
口試委員(外文):Yang, Tai-NyiLin, Ting-Ling
口試日期:2011-06-17
學位類別:碩士
校院名稱:中國文化大學
系所名稱:企業實務管理數位學習碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:86
中文關鍵詞:工作壓力顧客服務接觸
外文關鍵詞:Job StressService Encounter
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在變化萬千的環境中,企業為了建立長久穩健的經營與提升本身之市場競爭優勢,往往重視與顧客間維持良好關係,致力於改善第一線服務人員之服務水準與品質,且許多文獻與研究多半闡述了解顧客所能帶來的正面意義與價值,然服務主要由人員傳遞,當第一線服務人員接觸顧客時,會面對各式各樣不同的情境,需要的是不同的應對方式與話術,且由於顧客對企業的印象和評價多半是經由所接受的服務之滿意度來判斷,在消費者意識抬頭的今天,逐漸形成第一線服務人員之工作壓力。因此,本研究主要在探討於服務背後,其所帶給第一線服務人員的負面影響,期望企業亦能正視員工問題,顧及員工感受。

本研究旨在探討顧客服務接觸與員工工作壓力之間的關係,主要以金融業為研究產業,分行第一線服務人員為研究對象,採用便利抽樣方法,以結構式實體問卷為資料蒐集工具,共發出280份問卷,回收254份,有效問卷共242份,回收率為86.4%。

研究結果顯示,顧客服務接觸與員工工作壓力呈正相關,支持本研究之假設,另根據研究結果,提出理論與實務意涵。


In order to build up long-lasting and stable-running business, as well as uplift marketing competitive advantages in the rapid change’s environment, enterprises are specially to take account of the relationship with customers, focus on the improvements of service level and quality among its first-line service staff. Moreover, most of docu-ments and researches are also discuss the importance and value of understanding customers.

However, service is mainly delivered by people, when the first-line service staff deal with different customers, they will encounter various scenarios, using unlike social skills or scripts accordingly. And, since customers’ satisfaction and judgments among enterprises usually come from the service, resulting certain unavoidable job stress for the first-line service staff. Therefore, the study is to discuss the negative influences as the people serving, expecting enterprises can also face the situation and give extra con-siderations to these employees.

The purpose of the thesis is to investigate the relationship of service encounter with customer and employee job stress. Using convenience sampling method and structured questionnaires, a total of 280 questionnaires were distributed and 242 valid ones were returned. The research results show that the relationship of service encounter with customer is positively related to employee job stress, which supports our hypothesis. Theo-retical and practical implications are also discussed.

第一章 緒論.................1
第一節 研究背景與動機.........1
第二節 研究問題與目的.........2
第三節 研究架構..............4
第四節 研究限制..............4
第二章 文獻探討..............5
第一節 工作壓力..............5
第二節 顧客服務接觸..........18
第三節 研究假設.............35
第三章 研究方法.............36
第一節 研究設計.............36
第二節 操作性定義............38
第三節 統計分析方法...........45
第四章 資料分析..............47
第一節 研究變數之信度分析......47
第二節 研究變數之相關性分析.....57
第三節 假設檢定...............59
第五章 結論與建議.............60
第一節 結論..................60
第二節 管理意涵...............61
第三節 後續研究建議............63

參考文獻 ......................64
中文部分 ......................64
英文部分 ......................70
附錄 研究問卷...................83

一、中文部分
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